Senior Systems Support Engineer

Location: Pleasanton, CA (Onsite)

Role Overview

The Senior Systems Support Engineer provides comprehensive hardware, software, and networking support for instruments across the Pleasanton and Santa Clara campuses, as well as remote external sites.

Networking Support (Core Focus)

Responsibilities include configuring, maintaining and setting up firewall/servers and PC devices, managing IP addresses and folder shares on instruments and servers, and diagnosing network connectivity issues on VLANs, switches, servers and working with internal and external stakeholders.

Instrument & Systems Support

Performs preventative maintenance (PMs), installation and operational qualifications (IOQs), hardware repairs, part replacements, and system software upgrades.

Documentation & Coordination

Accurately documents all service activities in the electronic database, coordinates requests via ServiceNow, and communicates status updates to stakeholders.

Training & Development

Participates in ongoing training with senior team members and subject matter experts to master instrumentation, eventually guiding other team members.

Education & Experience

Requires an Associate's or Bachelor's degree in a technical field (such as Electrical Engineering or IT Engineering) and at least 3 years of experience servicing medical or laboratory equipment with networking fundamentals or equivalent.

Safety & Compliance

Strictly complies with all safety policies, practices, and applicable FDA and ISO regulations related to instrument support and qualification.

Job Description

A Senior Systems Support Engineer provides service on instruments and networked systems used for Research, Development, and Clinical Operations activities located both internally at campuses in Pleasanton and Santa Clara, California, and at external sites. This role is responsible for the installation/deinstallation, qualification, preventative maintenance, and repair of instruments and software, with a strong emphasis on the networking infrastructure that supports these systems, including IP address mapping, firewall configuration, and network troubleshooting.

Under guidance from senior team members, the Senior Systems Support Engineer troubleshoots instrument hardware-software problems and network connectivity issues by using service software, reviewing system-generated problem reports/error codes, and performing root cause analyses. Being a team player is essential, as this position interfaces daily with coworkers, internal stakeholders, and various interdisciplinary functional areas within the organization. The Senior Systems Support Engineer must be committed to customer satisfaction, with the ability to demonstrate outstanding interpersonal skills and solid judgment. This position is based at the Pleasanton campus with some travel locally to the Santa Clara campus as needed for system and networking support.

Essential Job Functions & Major Contributions

Instrument & Systems Support

• Perform preventative maintenance (PMs).
• Perform installation/operational qualifications (IOQs).
• Troubleshoot, replace parts, and perform repairs on instruments.
• Install/deinstall/relocate instruments and computer control units.
• Install or upgrade system and application software.

Networking Support (Core Focus Area)

• Establish, maintain and troubleshoot network connections for remote access to internally and externally placed instruments.
• Map and manage IP addresses for networked lab instruments and systems.
• Configure, maintain, and troubleshoot firewall devices to ensure secure and reliable connectivity for systems.
• Diagnose and resolve network connectivity issues (e.g., VLANs, switches, routing, DNS/DHCP) affecting instrument and system performance.
• Provide IT hardware and networking support for R&D and training labs.
• Work closely with Systems and/or Software Development subject matter experts (SMEs) to learn instrumentation, software, and networking functionality, including advanced troubleshooting knowledge.

Documentation & Coordination

• Document all service and support activities accurately and in a timely manner in the electronic equipment management database and/or other applicable software tools according to approved procedures.
• Coordinate and triage onsite and/or remote network service requests using ServiceNow and communicate status updates to the service requestor.
• Build effective customer/stakeholder relationships through solution-oriented communication and service, providing on-site or remote support as needed.
• Attend and contribute updates during team huddles and other meetings, escalating issues as needed.
• Provide IT support for in-house lab-based instruments and the secure data repository as needed.

Training Requirements

• Train with team members and Development colleagues to acquire instrument service, networking, and troubleshooting skills, with self-initiative to pursue additional training.
• Under guidance from senior team members, learn to solve a variety of instrument, software, and networking problems of diverse scope and complexity by reviewing service documentation and consulting with SMEs.
• Interface with high-level technical support from other functional areas, e.g., Global Customer Support (GCS) and Systems Development engineers, to obtain expertise for difficult or recurring issues.
• Learn how to execute qualification documents (IQ/OQ).
• Once skill/knowledge is acquired, provide training or guidance to other team members on networking, instrument service, or other internal processes.

Safety & Compliance

• Comply with safety policies, practices, and procedures at all times.

Education

Required:

Associate's degree in Electrical/Electronic Engineering, Computer Science, Information Technology (Networking focus), or a related field, or equivalent combination of education and work experience.

Preferred:

Bachelor's degree in Electrical/Electronic Engineering, Computer Science, Information Technology, or a related field.

Experience

Required:

• 5+ years of experience servicing medical/lab equipment and/or supporting networked systems in an R&D, hospital, or clinical laboratory setting, including hands-on experience with networking fundamentals (IP addressing/subnetting, VLANs, switches, routers, and firewalls).
• Direct experience configuring and troubleshooting firewall (or similar) network security appliances.

Preferred:

• 4+ years of experience working in an IVD GMP/ISO regulated environment servicing medical devices and supporting IT/networking infrastructure within R&D, hospital, or clinical laboratory settings.
• Industry networking certification (e.g., CompTIA Network+, Fortinet NSE, or Cisco CCNA).

Other Qualifications

• Working knowledge of networking concepts (TCP/IP, DNS, DHCP, VLANs, VPN, firewall rules) with the ability to apply this knowledge to troubleshoot instrument connectivity issues.
• Awareness of FDA and ISO regulations related to instrument support and qualification.
• Meticulous attention to detail to accurately document all activities and ensure quality support both internally and at external sites.
• Strong organizational, multi-tasking, and time management skills.
• Demonstrated ability to learn new skills, software, and networking tools rapidly.
• Ability to be flexible with changing work priorities and follow procedures/manager instructions with a cooperative attitude.
• Strong work ethic and communication skills.
• Comfortable working both independently and collaboratively with IT/network teams and instrument SMEs.

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